Primus Saver Beware

Primus looks like the ideal solution for cheap phone calls but beware :

I signed up for my Primus Option 2 account on 27/10/2006. I got confirmation by email that the account was set up. I got charges on my bank statements from Primus in December and January so I assumed everything was OK.

I nearly fell off my chair when in addition to the primus charges I got a BT bill for £82.43.

I called Primus:

The first call. I was to told that I had terminated the account on Jan 20th. Not that the account had been terminated but that "I had phoned up given my password and told them that I was staying with BT". No such call was made.

I therefore got an itemised bill from BT and called primus.

The second call..I checked my BT bill and found that none of my calls had been routed through Primus. Primus's response now changed " Your account was never set up"

I then got my bank statements out and called Primus.


The third call If my account wasn't set up, why have I got two emails confirming that the account was set up and debits from my bank account in December 06 and January 07. Primus response now changed again" The telephone number you have given isn't registered to you." I offered to fax over to Primus my BT bill to prove the details I have given are correct but they told me not to. I told them that I could fax over copies of my bank statements to prove they had charged my bank account, but again they told me not to. They told me that "their systems are never wrong" (yes, really !!)

The best test of good customer service is how a company behaves when things go wrong. The person I spoke to refused to accept or listen to the any of the points made. They are simply not interested.

I would strongly advise people to beware of this company. You may save money or you may not !!

If anyone know of the relevant regulatory authority please let me know as Primus arent going to sort this out.